Customer Service Assistant 1

Responsible for processing Holder reports (electronic and paper) and enters Holder information and property data into the Wagers Unclaimed Property System. Researches, analyzes and reviews Holder reports for accuracy and reconciles problem reports (e

g. checks for mathematical accuracy, verifies and reconciles out of balance Holder reports, incorrect coding and/or incomplete data submitted) Contacts Holders for reporting clarification and verifies report format for import, etc. Processes Negative reports by electronically importing negative reports or keying data. Prepares new Holder files as needed. Responsible for imaging/scanning of Holder reports and related documentation. Assists in the annual inventory and input of Safe Deposit Box contents. Reconciles records and inputs Safe Deposit Box data into the Wagers Unclaimed Property System. Handles routine phone calls. Performs, as assigned, daily importing, printing and prepares for mailing Internet claim forms via the Wagers Unclaimed Property System; prepares and/or maintains reports concerning work processed, (e

g., maintains record of calls and inquiries received, and handled): operates photocopier to obtain copies for dissemination and/or for files; operates facsimile equipment to send and receive faxes; provides basic/routine information to resolve questions or complaints from internal and external customers in response to inquiries; provides general information concerning agency/division operations/services. Answers a multi-line telephone system (i

e., takes messages, refers calls, greets walk-in customers, directs and/or registers customers; furnishes printed materials or claim forms). May assist with mail processing (i

e., opening, logging, & verification of checks/stock certificates, receipt incoming mail via Wagers application); setup & update claimant information within Wagers; scanning & indexing.) Other duties as assigned (e

g., makes copies, assists other sections within the Division during overload situations) .Performs related duties as required. (e

g., assists in training, assists supervisor on special projects, etc.)


3 mos. trg. or 3 mos. exp. in office practices & procedures; 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing; 1 course or 3 mos. exp. in operation of personal computer.

Or equivalent of Minimum Qualifications for Employment noted above. Note: in the telecommunications section, within the Ohio Department of Public Safety, employees will automatically be reassigned to the Customer Services Assistant 2, 64432 classification after serving 6 months as a Customer Service Assistant 1, 64431.

Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed;* typing/keyboarding. Skill in operation of office equipment (e

g., multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine);* operation of personal computer or computer terminal. Ability to apply applicable laws, rules, policies & procedures to respond to inquiries, requests &/or complaints &/or process transactions involving several variables within familiar context; handle routine contacts in writing &/or by telephone, teletype, e-mail, in-person &/or other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.

(*) Developed after employment.

Background Check Information

***The final candidate selected for this position will be required to undergo a criminal background check as well as other investigative reviews. Criminal convictions do not necessarily preclude an applicant from consideration for a position, unless restricted under state or federal law or federal restrictions. ***

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